Issue Quality and Triage – C15 Director

The Issue Management – Issue Quality and Triage Director will support the enhancement and maintenance of Citi’s Enterprise Issue Management program. The Issue Quality and Triage Director will support initiatives to execute and enhance ongoing operation of the program which includes policies, standards and execution related to issue and root cause analysis and evaluation, remediation, closure, monitoring, reporting, and escalation to promote comprehensive, consistent, and accurate issue resolution.

The Issue Quality and Triage Director will collaborate with partner resources from existing businesses and functional risk and control teams, IT system owners, and front-line process owners to ensure that issue management policies, execution, and technology enable deep, consistent root cause analysis and remediation that ultimately improves the control environment. This includes identifying issue trends and insights to support broader remediation efforts, where applicable. An initial focus will be on high-severity issues and those areas cited by regulators as requiring urgent remediation. Over time, Business-as-Usual (BAU) control issues and oversight of those issues will be the primary focus. 

The Issue Management Director must be able to effectively support multiple activities across a variety of topics within the program, therefore a diversity of experience across a range of financial topics will be beneficial. Finally, taking initiative and proposing solutions to problems will be paramount, sometimes in situations with ambiguity.

Key Responsibilities:

• Direct consistent, enterprise-wide end-to-end issue management, including issue analysis and root cause identification, remediation, closure, and management reporting of identified issues in the control infrastructure and existing business processes.
• Support enhancements to and compliance with relevant policies that support consistent execution of issue analysis and effective remediation.
• Direct and manage day-to-day program execution across multiple programs, including escalation of issues on program structure and scope, or significant remediation issues as needed.
• Facilitate the design and implementation of automated controls/solutions and metrics wherever possible.
• Support and maintain reporting processes that present progress updates and measurable results of program efficacy over time.
• Establish governance frameworks with relevant stakeholders and manage and escalate any risks, challenges and issues to relevant management committees.
• Develop relationships with key staff within assessment target areas and foster partnerships based on trust.
• Act as an agent of change for enacting a strong risk and control culture within Citi.

Qualifications:

• A minimum of 10-15 years of experience at a global financial institution
• Demonstrated experience in providing effective ongoing program management support, including continuous program improvement over time
• Strong understanding of a broad range of financial services products/services and end-to-end processes, including technology and operations functions
• Skilled at defining problem statements and bespoke solutions in ambiguity
• Demonstrates critical thought in evaluating business problems, articulates problem statement concisely and guides the development of logical, pragmatic control recommendations and solutions
• Capable of driving outcomes independently and escalating issues as encountered in a timely manner
• Knowledge of and experience with financial services control environments and business processes
• Knowledge of and experience with issue and root cause analysis techniques
• Understanding of ever-evolving governance processes and regulatory environments within financial services
• Excellent communication skills and the ability to motivate and persuade colleagues across disparate businesses, regions, and cultures
• Demonstrated ability to work collaboratively within and across project teams, functional and business units, and geographies
• Well-developed listening skills and strong ability to engage at the senior management level
• Ability to understand and operate successfully in a complex, heavily matrixed corporate environment
• Demonstrated experience working in a rapidly changing, complex environment
• Ability to summarize complex topics effectively for c-suite executives and members of the board of directors
• Experience interacting with and providing progress reports to regulatory staff

Ability to collaborate effectively while also providing constructive challenge to status quo thinking

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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